Consumer Specialty Team Manager

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us

 

Enterprise Job Description:

This job is responsible for managing a team of researchers that handle highly sensitive client account concerns escalated through high-risk channels in a highly complex environment. Key responsibilities include ensuring timely and effective resolution, delivery of exceptional service while maintaining a seamless and positive client experience. Job expectations include providing strategic direction and support to the team to achieve key performance indicators, conducting performance reviews, hiring, onboarding and team retention.

Enterprise Responsibilities:

• Executes a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
• Analyzes data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
• Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures
• Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
• Inspects and evaluates employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results

Managerial Responsibilities:

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the "why" and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner's mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Skills:

• Coaching
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Performance Management
• Active Listening
• Decision Making
• Inclusive Leadership
• Problem Solving
• Talent Development
• Analytical Thinking
• Drives Engagement
• Hiring and Onboarding
• Process Performance Measurement
• Risk Management

Required Qualifications:

• 1 or more years of leadership experience
• Exceptional written and verbal communications skills to professionally interact effectively with all levels of management and Clients, including escalated and complex inquiries
• Comfortable with fast-paced, high pressure environment that requires working independently, as well as, in a team
• Self-starter with demonstrated ability to learn new skills and share knowledge/teach others
• Proven ability to manage and prioritize work to ensure deadlines are met while maintaining quality output
• Demonstrated experience in leading others to deliver
• Demonstrated experience in coaching to deliver productivity, reduce performance variability, and deliver metric results
• Ability to performance manage, including engaging partner organizations and delivering difficult conversations
• Strong understanding of complaints standard and requirements
• Risk focused mind-set with ability to escalate and debate findings and decisions
• Proven reputation as leader amongst partners and peers    

Desired Qualifications:

• Experience in operational environment with call center, fraud or claims experience
• Prior success in developing future leaders/talent
• Understanding of Workforce Management and IEX
• Strong analytical skills and experience with data management reporting
• Research and/or Complaints skills/experience

Shift:

Hours Per Week: